Madelene Burns

Work History

Front Desk Agent

Quality Inn Suites

02.2024 - Current

Collected room deposits, fees, and payments.
Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
Resolved guest issues promptly, resulting in positive feedback and return visits.
Took reservations over phone, in person, and via computer for guests and provided confirmation information.
Welcomed each new arrival pleasantly and confirmed reservations and identification.
Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
Answered customer telephone calls promptly and appropriately handled needs.
Increased customer loyalty with exceptional communication skills and personalized service.
Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
Oversaw fast-paced front desk operations and guests' needs at busy facility.
Maintained clean and organized front desk areas to uphold polished company image.
Facilitated smooth guest experiences by coordinating with multiple departments across the property.
Ensured compliance with hotel policies and procedures while addressing any discrepancies in a timely manner.
Managed room inventory effectively, ensuring optimal occupancy rates and revenue generation.
Contributed to higher occupancy rates through outstanding customer service.

Business Owner/Operator

Top To Bottom Cleaning

04.2012 - 10.2022

Managed day-to-day business operations.
Provided exceptional customer service, addressing issues promptly to ensure customer satisfaction and repeat business.
Increased customer satisfaction by providing high-quality services and timely communication.
Managed daily operations for optimal efficiency, streamlining processes to reduce costs.
Consulted with customers to assess needs and propose optimal solutions.
Spoke professionally with customers regarding complaints, gathering all necessary information to make educated decisions and address issues.
Ensured compliance with relevant regulations, maintaining proper documentation and licensing requirements.
Implemented effective financial management practices, improving cash flow and profitability.
Assessed income and expenses and adapted plans to improve profit levels.

Assistant Controller

Holiday Inn

01.2002 - 04.2004

Ensured integrity of general ledger accounts through regular reconciliations, adjustments, and detailed documentation.
Streamlined month-end closing procedures, reducing time spent on manual tasks and increasing efficiency.
Facilitated cross-functional collaboration by partnering with other departments on special projects aimed at improving overall company performance.
Mentored junior team members in accounting best practices, fostering a positive work environment and professional development opportunities.

Night Auditor

Holiday Inn Hotel Sandton

01.1999 - 01.2002

Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
Oversaw night auditing of daily room occupancy and hotel revenue.
Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
Kept accounts in balance and ran daily reports to verify totals.

Summary

Overview

Work History

Front Desk Agent

Business Owner/Operator

Assistant Controller

Night Auditor

Education

GED - General Studies

Skills

Timeline

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